IT Help Desk Support Supervisor

The IT Helpdesk Supervisor is responsible for overseeing the daily operations of the helpdesk team, ensuring that IT support is efficiently provided to users across the organization. This role requires excellent leadership, technical knowledge, and customer service skills to manage IT issues, improve support processes, and maintain high levels of user satisfaction

Essential Functions

• Train new employees, lead, motivate, and manage the helpdesk team to ensure efficient service delivery.
• Provide development opportunities for team members, helping them to improve their skills and advance their careers.
• Implement best practices to enhance efficiency and service quality to support the organization including the development and implementation of standard operating procedures (SOPs) to streamline troubleshooting, support, and issue resolution processes.
• Schedule and allocate resources effectively to ensure all requests are addressed in a timely manner.
• Oversee the resolution of technical issues for end-users, ensuring issues are prioritized and resolved based on severity.
• Serve as the escalation point for complex or unresolved issues that require expert intervention and assist with daily user requests as needed to support timely responses.
• Manage the tracking and documentation of all support requests using a ticketing system.
• Track team performance through metrics (i.e., response time, resolution time, and customer satisfaction).
• Prepare regular reports for upper management on helpdesk activities, trends, and performance outcomes and identify opportunities for improvement based on performance metrics, user feedback, and recurring technical issues.
• Serve as a liaison between end-users and the IT department, ensuring clear and effective communication regarding IT issues and resolutions.
• Ensure proper follow-up with users after support cases are closed to verify resolution and user satisfaction.
• Ensure that IT support staff stays current with new technologies and systems being used within the organization.
• Continuously assess and improve helpdesk processes to enhance efficiency and service quality.
• Recommend tools, technologies, and strategies to improve the overall support experience.
• Set and track department goals and objectives in alignment with company goals and identify areas for cost reduction and increased efficiency.
• Support team members to achieve their best performance and foster a positive work environment.
• Address employee concerns and resolve conflicts, coordinate with Human Resources as needed.
• Coordinate with other departments to ensure cohesive operations and compliance with company policies and procedures.
• Ensure team members adhere to company policies and procedures including OSHA safety standards, PPE, and ISO regulations.
• Perform other duties as assigned.

Required Experience & Competencies

• 3 years in a supervisory or management role.
• 6 years of experience in a helpdesk/IT support role.
• Office365 tenant administration and end user support. (3 Years minimum).
• Experience in customer relationship management (CRM) systems.
• Understanding of remote support tools and technologies.
• Advanced troubleshooting skills in specialized software or hardware.
• Knowledge of budgeting and resource allocation for IT departments.